Client Experience (CX) Specialist II 1

Capitec Bank Ltd.; South Africa; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading financial services provider in South Africa is seeking an experienced professional to enhance client experience through strategic decision-making and CX principles. The ideal candidate will have 4-6 years experience in a client experience environment and a relevant tertiary qualification, focusing on the end-to-end delivery of complex CX solutions. This role really emphasizes on analytics and process mapping while fostering independent work within a fast-paced environment.

Qualifications

• 4-6 years in a Client Experience Environment.
• Proven experience in applying CX principles.
• Proven experience in developing, maintaining and enhancing CX elements.
• Client journey and process mapping.

Responsibilities

• Deliver a world class client experience by executing CX activities.
• Influence development and integration of CX standards.
• Assume decision-making authority for complex CX solutions.

Skills

Analytical Skills

Attention to Detail

Communications Skills

Planning, organising and coordination skills

Education

Relevant tertiary qualification in Industrial Engineering or Business Management

Job description

To deliver a world class client experience (CX) for Capitec Clients through independently executing activities across the entire CX scope:

• Applying deep subject matter expertise and research findings to influence the development and integration of CX standards into the product development life cycle, actively using Design Thinking principles.
• To work independently and assume decision making authority and ownership of the end-to-end delivery (insights, design, measurement and experience testing) of complex CX solutions, in line with the business, product and CX strategies, as well as brand fundamentals.

Experience

Minimum:

• 4-6 years in a Client Experience Environment
• Proven experience in applying CX principles
• Proven experience in developing, maintaining and enhancing CX elements.
• Client journey and process mapping

Ideal:

Qualifications (Minimum)

• A relevant tertiary qualification in Industrial Engineering or Business Management

Knowledge

Minimum:

• Client Experience principles and practices
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Design Thinking principles

Ideal:

• Commercial insights relating to CX

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Planning, organising and coordination skills

Conditions of Employment

• Clear criminal and credit record

Disclaimer: This is an ongoing talent pool. By applying, you are expressing interest in joining Capitec's Marketing Management team and will be considered for current or future opportunities as they arise. We will contact you when relevant roles open up and encourage you to stay connected for exciting possibilities!

Capitec Bank is an authorised financial services provider (FSP 46669) and registered credit provider (NCRCP13). Capitec Bank Limited Reg. No: 1980/003695/06